Chapter 8 FSM Putting it into Practice
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Central Arizona College *
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223
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Health Science
Date
Feb 20, 2024
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docx
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5
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NAME: ______________________________________________________________________
1.
Complete the Meal Service Self-Audit Tool located in your textbook. Include a copy for your instructor to review.
self audit.pdf
How many “no” answers did you have? none_______For one “no” answer, complete a FOCUS and PDCA. If you do not have any “no” answers, pick one imaginary Dining and Foodservice item to use the FOCUS/PDCA model with.
#13
Found clients’ rooms have odor.
Organize the team to check for more odors on wings or in rooms.
Clarify how there should not be any foul odors anywhere.
Understand the clients may have stomach issues, diapers, and may not want to shower.
Select a strategy to where rooms are being aired out, trash is being thrown daily, possibly finding another cleaning agent that tackles strong odors.
Plan to check the odors of rooms.
Do let nursing staff know of odors.
Check other wings or rooms for odors.
Foodservice Management by Design: Chapter 8 The Quality Process
NAME: ______________________________________________________________________
Act on keeping the areas fresh for clients.
2.
What can a foodservice professional do to influence
the quality of food served?
To influence the quality of food served, a foodservice professional can establish policies and quality programs, measure customer satisfaction, use quality tools and methodologies, embrace knowledge, apply techniques, and food safety programs. They can also develop a plan for incorporating culturally preferred foods into food service guidelines, collect ideas and feedback related to culturally preferred foods from food service employees and their customers, and collaborate with food service staff to improve offerings of culturally preferred nutritious options based on customer feedback.
3.
What is a quality standard?
A quality standard is a facility’s definition of what constitutes quality for an item or service; a single product or service may have a list of criteria to meet.
4.
What is a test tray and what can you learn from it?
A test tray is when an evaluation is made on the outer limits of quality. The “test tray” is one that will be created late in the tray assembly process or traveling the greatest distance for delivery. This tray will be treated as the rest. Delivered to the service area and evaluate it. Compare the tray to standards. You can learn if the trays are at the correct temperature when delivered, if the colors are still bright, if the items are in the correct locations, products served accurately, if food is palatable and enjoyable, and if the meal is plated attractively.
5.
What is a plate waste study and what can you learn from it?
A plate waste study is the evaluation of uneaten foods items returned for disposal; provides valuable information about food acceptance. The benefit of this study is the overall information you receive about specific food products. Use this method to document the intake of specific clients being monitored through the nutrition care process i.e., a specific client who needs to gain weight.
6.
How do The Joint Commission and CMS affect quality management in a healthcare foodservice department?
TJC and CMS form a backdrop for quality management in a healthcare foodservice department. TJC provides the routine surveys to determine compliance for Medicare certification; established standards that each facility is measured against. CMS implements quality initiatives to assure quality health care for Medicare Beneficiaries through accountability
and public disclosure. CMS uses quality measures in its various quality initiatives that include quality improvement, pay for reporting, and public reporting.
7.
Your clients are complaining about the food. What are some steps you can take to improve client satisfaction?
Some steps you can take to improve client satisfaction when it comes to food complaints:
1.
Talk to clients during mealtimes and ask friendly questions.
2.
Use the PDCA cycle of process improvement; Plan, Do, Check, and Act
Foodservice Management by Design: Chapter 8 The Quality Process
NAME: ______________________________________________________________________
8. You want to perform a self-audit on dining room service. Name three indicators you could use.
1. Review ALL
standards with which you need to comply and list criteria for quality and compliance. Consolidate multiple standards into one list.
2. Translate each standard into clear, specific, measurable/observable inspection criteria that identify what you need to see to know that the criteria have been met. List the factors; develop a tool that leaves nothing to judgement or imagination; applied consistently with clear expectations.
3. Group these inspection criteria by logical or functional area to create several different audits.
Each audit should be clear-cut and easy to use; should not be so long that no one wants to complete it.
KEY CASE STUDY – ANN
Ann has just earned her CDM, CFPP credential and has a new job as a
director of foodservice for a 200-bed hospital. She manages meal services for
patients as well as a small employee/visitor cafeteria and some occasional
catered events. On her third day of work, Ann receives a phone call from a visitor who says, "I
was here to see my father in the hospital last night and really needed a cup of
coffee. The cafeteria was closed! You should at least have coffee available. " On the same day, she hears from a nurse, "You keep sending liver on the
Sunday menu, and nobody eats liver. What kind of menu are you serving?"
Meanwhile, the medical director's secretary calls her and says, "Ann, we need a buffet lunch next Friday for a medical staff meeting."
Ann has a lot on her mind! Think about what you have learned about customers/clients. Will you help her think through these needs? Please answer the questions below.
1. Who are Ann's customers? Foodservice Management by Design: Chapter 8 The Quality Process
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NAME: ______________________________________________________________________
Ann’s customers at the hospital are patients, visitors, employees, physicians, community members, students (in training), consultants and inspectors, sales representatives, outpatients, and professional
groups.
2. What has Ann learned about her customers today? Is her department meeting their needs? Why is it important to meet their needs?
Ann has learned her customers are not very satisfied with the meal service from the hospital’s cafeteria. Ann’s department are not meeting the customers’ needs. It is important to meet the needs of the customers because it directly affects participation rate, develops a sense of loyalty, knocks out competition.
Foodservice Management by Design: Chapter 8 The Quality Process
NAME: ______________________________________________________________________
3. As Ann listens to customers today, what should she focus on?
Ann should focus on the single-use menu for the lunch buffet for the medical staff meeting.
4.Let's consider the complaint about having coffee available for a visitor. Which step should Ann take now?
The step Ann should take about the complaint about having coffee available for a visitor is to accept any complaint as valuable feedback and use it to evaluate needs.
5. How could Ann learn more about this situation?
Ann can learn more about this situation by talking to related staff and ask what they are noticing or hearing.
6. If Ann determines that making coffee available for evening visitors is needed, what are some of her options? Brainstorm! If Ann determines that making coffee available for evening visitors is needed, her option can be to have a coffee kiosk set up in the lobby. A 1-cup Keurig with a variety of pods, creamers, and sugars on top of a dresser. Using a dresser is efficient, supplies can be stored in the drawers out of sight and
way.
7. Now please think about the complaint Ann received from a nurse: "You keep sending liver on the Sunday menu, and nobody eats liver. What kind of menu are you serving?" Which of the following would be appropriate actions for Ann to take? The appropriate action for Ann to take when she received the complaint from the nurse about the liver
is to start with a plate waste study. Ann can talk to clients during the liver meal and ask friendly questions. Ann could create a suggestion box for use by the staff and clients. Ann could create an advisory team of clients to help provide feedback and suggestions.
Foodservice Management by Design: Chapter 8 The Quality Process